Bad Customer service NB

Hi there my name is Mr R Bothma game took a double payment on my account that I paid on the 2nd May 2018. I went to Game Festival mall where I lodged my query. The consultant Kwena helped me with this she said she will get back to me with this. Its now May 14th and still no Feedback , the phones just ring with no pick up. I Paid my account of R250 and they took double the Money as the lady at the till made a mistake and put this through as a purchase I gave them a bank statement with proof. So now they took another R250 and I have nothing to show for it Please can someone get back to me ********** 743